Emmanuelle Skala is the SVP of Customer Success at Toast, and I respect the heck out of her. She recently posted about managing “Zoom fatigue,” which prompted me to share what I’ve done to cope with 2020. I’ll say upfront that I am super privileged. I have a job that allows me to work remotely
As the world around us continues to change, it’s more important than ever that we’re listening to our customers. Collecting customer feedback is a no-brainer—in fact, 95% of businesses today collect customer sentiment in one way or another. However, only 10% of those businesses actually act on the feedback they collect. That neglect leads to
This post was co-authored by Martta Eicher Rabago. Janet Jackson once asked, “What have you done for me lately?” Well, from Gainsight’s customer-centric perspective—a lot! We all know how essential it has become to protect and expand your customer base during the current economic downtown, as new logo sales become more challenging. In fact, in
Customer success experts are likely familiar with the six business challenges plaguing the industry: unexpected churn, inability to scale, missed expansion opportunities, a disconnected customer experience, and poor product adoption. The sixth? Lack of customer visibility. For an in-depth understanding of each of these business challenges, don’t miss the remaining webinars in our GameChangers Playbook
In today’s complicated and competitive customer success landscape, delivering value is more important than ever. Clients want more than just adoption; they expect their investments to lead to tangible outcomes and value. Meeting such demands requires overcoming myriad obstacles like unexpected churn, a shortage of customer insights, poor product adoption, and a disconnected customer experience.
A year ago, I found myself in a conundrum that might be familiar. My lease was almost up, and I needed to find a new place to live. Fast. Unlike every other time I’ve been in this situation, it was time to ask the question: “Should I buy?” It can seem daunting to make a
Each month, Gainsight is hosting a product leader in this new series “Path to Becoming a CPO.” We will share the lessons here but also encourage you to sign up for the live webinar series here. Some of you may have heard of the Peloton Cycle. It is a stationary bike system built with a
Mike Rivisto and Jessica Countess, ServiceChannel Recently, our Chief Customer Officer, Ashvin Vaidyanathan, met with Mike Rivisto, Senior Vice President, Customer Success, and Services at ServiceChannel along with their Senior Director of Customer Success, Jessica Countess. While their recent NPS score of 73.8 is incredibly amazing by itself, the underlying game-changing story lies in: How
Gainsight is fortunate to help bolster the performance of many EdTech companies. When tasked with finding even more ways for Gainsight to serve companies better in this unique industry, I started by learning about the current Edtech landscape and the multiple future projections. The impact of COVID-19 on the EdTech space surfaced three recurring themes
The onboarding process is a critical predictor of a customer’s success and an essential element for avoiding churn. So imagine, if you will, a product-onboarding process for every new customer that’s intuitive, efficient, and easy to scale. Such tech-touch onboarding would boost brand affinity for end-users who embrace (and would likely evangelize) a product with